Senior Implementation and Support

Role overview

Core responsibilities

• Conduct pre-installation site audits and identify hazards.
• Install NG911 call management equipment at customer sites across Canada.
• Configure and test systems, support customer acceptance, and assist cutover activities.
• Monitor system alerts and support tickets through the Bell Protected B portal.
• Resolve complex hardware, software, network, and configuration issues.
• Review system configurations, escalate potential issues, and collaborate with engineering and government-approved teams.
• Manage Guardian patches and updates and assist Bell Canada with reported cybersecurity vulnerabilities.
• Train Guardian callers and administrators and provide onsite installation and commissioning support.
• Document customer calls, action plans, post-installation records, issue reports, bug tracking, and feature requests.
• Install and troubleshoot switches, routers, firewalls, Windows and Linux servers, Windows workstations, and proprietary systems.

Technical environment

• Work with LAN/WAN protocols including Layer 2, Layer 3, VLANs, MPLS, VPLS, and QoS.
• Use Wireshark and work with firewalls, VPN, SSL/TLS, FTP, SMTP, and SIP telephony.
• Understand analog audio connections and basic electronics.

Experience and qualifications

• Have at least 5 years of hands-on technical implementation, field services, systems integration, telecommunications, network administration, or technical support experience.
• Have experience supporting complex enterprise or mission-critical systems in customer environments.
• Have knowledge of IP networking, network infrastructure troubleshooting, Windows and Linux server administration, virtualization, and cybersecurity practices.
• Be able to diagnose complex technical issues independently and deliver customer training and end-user support.
• Have strong technical documentation, communication, organizational, analytical, and problem-solving skills.
• Communicate effectively in English and French.
• Hold a valid driver's license and travel extensively across Canada, including 2- to 3-week and short-notice trips.
• Be eligible to obtain and maintain Government of Canada Reliability Status Clearance.
• Have formal technical training or equivalent expert-level experience; relevant diplomas or certifications are considered.

Preferred qualifications

• Experience with SIP telephony, VoIP, call management platforms, or real-time communications technologies is highly recommended.
• Knowledge of Fortinet products and security solutions is a strong asset.
• Existing Government of Canada Reliability Status accreditation is an asset.
• Experience supporting NG911, public safety communications, emergency services technologies, or government telecommunications is a strong asset.
• Industry certifications such as CCNA, CCNP, Network+, Security+, Fortinet NSE/FCA, Linux, or Microsoft certifications are in demand.

Travel and work setting

• The role delivers both onsite and remote technical services.
• Independent travel across Canada is required, often on short notice.